Virgin not honouring contract

[Jan101]

Hi Everyone....

I'm at a loss here.... back in September called and spoke to virgin team to get a new deal on my package TV...Phone and broadband we arranged a deal for £79 which I got sent all contracts by email... thought great... October come bill came through and still at 119 odd... so called again..... they said there was no new contract....even sent them new contract details...agreement... kept saying there's nothing on file... agreed again new contract for same package for £79..... November comes and same problem.....once again complained ...virgin said nothing on account but got a September and October contract stating this £79

After various calls again spoke to a guy who said its something to do with a previous deal...that it wouldn't allow this new contract to complete...he said let's set up a new deal for 120 each month and virgin would apply a voucher (I sent all emails and contracts to him so he could see to match the £79 previous two failed deals).... so he Sent through and kept saying I would get the 79 deal but had to be put through as 120 and he said as its near Christmas leave it to him and he would sort it and give me a call once it's done... Guess what no contact and email no longer available.

.... now January I'm still awaiting for them to make the original deal...every complaint just says called the team...I get the same response... oh there's no notes I just want my contract honour from September @£79 all the additional I've paid to be put as credit 

Can anyone help... I can keep spending hours on phone and getting same response I've been with NTL/virgin for well over 20 years and I feel cheated...

Many thanks

Janis

[Andrew-G · Accepted solution]

These "didn't get the deal I agreed" situations happen from time to time - in fact they happen regularly with Virgin Media.  However, your legal rights are crystal clear - information provided by a company verbally or written is binding if the consumer relies upon it when entering a contract (Section 50 of the Consumer Rights Act 2015), so VM have to honour whatever was promised, whether they like it or not.  No matter what VM say about "not the right deal", "can't offer that to you", "deal not on the system", you agreed a contract with their agent, that is now binding .  And perhaps they need to re-train some of their staff because yours is a regular complaint in these forums.

Hopefully the forum staff can pick this up and get it sorted - by which I mean that you get exactly the deal you were promised, suitably backdated to when it should have been effective, and an appropriate goodwill gesture (say £70) for the inconvenience and stress.  That would be the cheapest and quickest resolution for both parties, and the best way of trying to recover some goodwill in a bad situation.  If they can't get it sorted in that complete manner (and don't settle for miserly goodwill payment), you need read the Virgin Media Complaints Code of Practice and raise a formal complaint.  I suggest in writing, by recorded post.  Reject the contract they're trying to impose, and demanding that as per your legal rights the company honour what was promised, and pointing out that if the company can't honour its agreement you will escalate to Ombudsman Services as soon as permitted by the rules.  

If VM still won't honour the contract despite the complaint, or issue a fob-off resolution that doesn't settle things acceptably, then you reply by rejecting the "resolution" and asking for a deadlock letter, with that you take the matter to the Ombudsman.  If VM stall and you can't get a deadlock letter then (ignoring that it is a breach of regulations) then eight weeks after your initial complaint was received by VM you can take the matter to the Ombudsman without a deadlock letter.  Explain the background and request that VM be required to give you the promised deal, fully backdated, and add on a request for compensation for the hassle.  

As I said earlier, hopefully the forum staff can get this resolved quicker and without the formality.

[Jan101]

Hopefully someone can.... otherwise nearly 30 years of loyalty gone...

[Robert_P]

Hello Jan101

We're sorry to hear of the package issues experienced regarding the deal agreed and the bills produced. We appreciate you raising this via the forums.

When did you last speak to the team in regards to this? What did they advise was the reason and did they offer you a resolution?

What is the breakdown of the bill? It can be viewed here along with the package. If you have the contract offering £79, are there any discrepancies with what was offered with what shows on the account?

Rob

[Jan101]

Afternoon Rob,

My Package still stating the my original before the contract change in September for 119.50 per month!

I called in September to get a better deal and was agreed.

Broadband: Volt Gig1

TV: Virgin 360 box & Mixit TV ( I have 2 boxes )

Phone: Line rental, Talk weekends, Anonymous Caller reject.

For 18 months on 23rd September.

I called again in October as still getting billed for my old contract and package had not changed... advised again they will change it so got another contract sent through in October..... 

Kept calling... beening told hadn't gone through...yes I know why I'm calling .... my last call was 22nd December spoke to Andre... asked me to send contract confirmation to his email ( virgin one) so he could honour it kept on hold for ages... he was struggling to make that package as there was an existing order that was blocking  it.....he then said only way was to change it to £120 a month and Virgin would apply discount to make it £79 afterwards... he said he would call back once the other team had changed this "order" and he then could sort price.... he never called back....I tried to send a email to one given looks like I'm blocked.....

I've given up calling all I get is same answers there's nothing on the account... no notes..... I got contracts stating a price and package I just want my package changed to the agreed one in September and all the extra backdated onto the account I'm having still to pay my old deal as keep getting threatened of disconnection my bill stands at over £160 each Time I call get told nothing they can do until overdue payment is cleared... been paying the original agreed price of 79 each month... 

I can't keep on like this....5 months now... so much stress and nobody has a clue....

[Jan101]

I've got all contracts on PDF ..... if I can send them to show you.... just want this sorted... 

[MOD EDIT: edited for viewability]

[Robert_P]

I will send you a Private message to get some more details from you Jan101.

Rob

[GAYLECAW]

Hi
I've had the exact same problem.  I renewed in Nov and was sent a contract.  It hasn't been processed properly so for the last 2 months I have been charged incorrectly.  I have spent hours, and I mean HOURS, trying to get this sorted, but each time it's the same thing I an told.
Since the renewal contract was issued I have been charged over £100 in excess fees.

I can get no resolution from customer services, and I have raised a complaint but have not heard back yet.  

Can you sort this out?  

Thank you

[Ayisha_B]

Hi @GAYLECAW 👋, 

Welcome to our Community Forums and thanks for your post. Great to have you here with us!

I am so sorry to hear there's been some issues with your contract and you've not had much luck getting things sorted. That isn't the level of service we aim to provide. 

Checking on our systems, I can see a complaint was raised and our team sent you an email with a breakdown and explaining the charges on your bill. 

Did you not receive this?

What do you see when you sign into your online account to view the complaint here ?

[GAYLECAW]

Hi

The response had not addressed the situation at all

It's of no relevance